Handling Customer Complaints

Handling Customer
Georgia CTAE Resource Network
Instructional Resources Office
Written by: Amanda Supra and Frank Flanders
July 2009
Note to the teacher:
 This slide set contains information to help
students understand customer service and
how to properly handle customer complaints
 There are two additional resources in
separate files:
A PowerPoint activity on role-playing
A worksheet with examples of customer
complaints and scorecard to grade student
 Students will be able to:
Define and explain customer service
List examples of great customer service
Identify each type of customer who complains
and how to handle them
Analyze each situation and determine an
acceptable way to handle it
What is Customer Service?
 Customer Service is a company’s ability to supply
wants and the needs to customers
 Good customer service is the ability of an
organization to constantly and consistently exceed
the customer's expectations
Why is Customer Service Important?
 Gives positive impression to present and
future clientele
 Keeps customers willing to come back again
 Makes customers feel like they are the
number one priority
Steps to Creating Good Customer
Make eye contact and greet a customer to show
you are available to provide them service as
You should have a good understanding of the
product or service you provide, so that if a
customer needs assistance, you are able to deliver
a satisfactory response.
Assume attentive posture to convey confidence
and a helpful attitude
Smile often, if appropriate, or model the emotion
that is suitable to the situation.
Customer Complaints
 A customer complaint is communication
that alleges deficiencies during or after
 Appropriate response to customer complaints
is essential to a business.
 A customer with a complaint that is resolved
is more likely to return than a dissatisfied
customer who doesn’t voice any complaints.
Customer Complaints
 The average customer with an unresolved
complaint will tell 9 to 10 other people.
 For every complaint received, the average
company has 26 unhappy customers that
don’t complain.
8 Steps to Handle a Customer
Provide customers with the opportunity to
Give customers your full and undivided attention.
Listen carefully.
Ask key questions to fully understand the complaint
Agree that a problem exists; never argue.
Apologize for the problem.
Resolve the complaint.
Thank the customer for bringing the complaint to
your attention.
Types of Customers
 The Aggressive Customer
 Readily complains, often loudly
and at length.
 Your response: Listen
 What not to do: Be aggressive
in return. This customer does
not respond well to excuses or
reasons why the product or
service was unsatisfactory.
 Always follow company policy.
Types of Customers
 The High-Roller Customer
 Expects the absolute best
and is willing to pay for it.
Likely to complain in a
reasonable manner.
 Your Response: Always
listen respectfully and
actively question to fully
determine cause.
 Always follow company
Types of Customers
 The Rip-Off Customer
 Their goal is not to get the
complaint satisfied but to win by
getting something that is not
entitled to be received. Often
replies with a repetitive “not good
enough” response.
 Your Response: Remain
objective. Use accurate data to
back up your response. Be sure
the adjustment is within the range
of what the organization would
normally do.
 Always follow company policy.
Types of Customers
 The Chronic Complainer
 Never satisfied, feels
there is always
something wrong.
 Your Response:
Extreme patience is
required. Listen
carefully and never get
angry. It is best to give
sympathy, a sincere
apology, and a promise
to correct the situation.
Types of Customers
 The Meek Customer
 Generally, will not
complain. Most
dangerous to businesses
because they will most
often complain to others.
 Your Response: Must
work hard at soliciting
comments and
complaints to act
appropriately to correct
those problems.
Common Customer Complaints
 The associate helping me was very rude.
The root of the problem is the employee.
Apologize to the customer and then start
training the employee the proper way of
behaving around customers.
 I feel like none of the associates want to
help me.
Make sure that when a customer first comes
in, one person greets them and continues to
help them while in they are in the store.
Common Customer Complaints
 He/She doesn’t know what to do.
 Apologize and then fix the problem. Sit down
employees and make sure they understand what they
can do to fix that problem when it arises again. And if
they cannot, advise them to seek a manager.
 I keep coming back with the same problem. When
will it be fixed?
You need to solve this problem ASAP! Having a
customer come back repeatedly for the same problem
is dangerous and unfair to them. Make sure that the
problem is addressed and will not occur again.
Common Customer Complaints
 I feel like I don’t have a choice in the
matter, the employee is making the
decision for me.
Help the customer through the process by
taking the time to explain exactly what you are
wanting to do and walk the customer through
the steps.
 Nobody seems to care for my problem.
 This is the most deadly problem that can
arise.. Do your best to show your concern for
their problems and promptly fix them.
Common Customer Complaints
 The associate that helped me was no help at all!
 If the problem is having the associate seem caring for
the customer’s situation, give incentives for employees
to do well and coaching sessions for those who have
trouble with good customer service.
 This other store offered do to this for me, why
can’t you?
With competition, you can always find out what they
are offering that you aren’t. If it is something that can
benefit your business, then consider adopting it.
 Good customer service is important
for ensuring that customers are
 Customer complaints are important
for a company because they help
make the company better
 It is important to understand the
different types of customers and
how to handle each one
 A customer with a complaint that
was solved is much more likely to
return to the business again